FAQs

WHERE SHOULD I MAIL MY PAYMENT? All payments should be mailed to Concord Group Insurance, 4 Bouton Street, Concord, NH 03301. Please remember to write your policy number on your remittance.

WHAT PROCESS SHOULD I FOLLOW TO MAKE A CHANGE ON MY POLICY? Always contact your agency to make changes to your policy.

WHAT HAPPENS WHEN I MAKE CHANGES TO MY POLICY? As soon as an Endorsement is processed on your policy, we will adjust our billing records accordingly. For monthly-billed policies, a new bill is not issued. Your current bill must be paid as billed. Any additional amount due will be added to your next bill. For all other billing plans, a revised bill will be issued allowing for additional mailing time.

WHAT PROCESS SHOULD I FOLLOW IF I HAVE A BILLING QUESTION? Because your agency has the most current information available, please consider them your primary contact. However, if necessary, please feel free to call any of our Customer Service Representatives at (800) 852-3380 x6333.

WHAT HAPPENS IF I MAIL MY PAYMENT AFTER THE DUE DATE? If we do not receive your payment by the billing due date, a nonpayment Cancellation notice will be issued. If your payment is received after the due date, but prior to the Cancellation date, we will accept the payment. Your payment must be received prior to the Cancellation date and time in order to be accepted. If payment is received after the Cancellation has become effective, we will deduct any Premium due for coverage provided, and return the difference to you within a reasonable amount of time.

WHAT SHOULD I DO IF THE CANCELLATION DATE HAS ARRIVED AND I HAVE NOT MADE THE PAYMENT? Please contact your agency immediately.

WHY ARE MY PREMIUMS CHANGING? There is no simple answer to this question. A number of factors are taken into consideration when calculating insurance premiums. Your agent will be able to address your specific situation and answer your questions.

WILL MY PREMIUM RATES INCREASE DUE TO THIS ACCIDENT? Many factors come into play to determine your Premium rates. Rates will depend on Liability and the amount paid, along with other factors. If our Accident Waiver Benefit applies we will do so upon the next renewal of your policy. We encourage you to contact your Agent to discuss your Premium rates.

DOES THE BANK/LIENHOLDER HAVE TO BE A PAYEE ON MY SETTLEMENT CHECK Under the conditions of the policy, when we pay for damage to your vehicle or property your bank or lienholder must also be a payee. However, if we pay the shop or contractor directly for repairs after they are completed, it is not necessary to include the bank as a payee. Or, if you have paid the bank in full and provide us with a copy of your lien release, it is not necessary to include the bank as a payee.

DOES MY SPOUSE’S NAME HAVE TO BE ON THE CHECK? If your spouse is a named insured, he/she must be included as a payee.

IS THE DEDUCTIBLE WAIVER NEEDED WHEN I RENT A VEHICLE? No, the same coverage on your policy will apply with the same deductibles.

WHY DO I HAVE TO PAY MY DEDUCTIBLE IF I WAS NOT AT FAULT FOR THE ACCIDENT? It is a condition of the policy that we subtract your Deductible from the amount of your Claim. You should pay the Deductible amount to the repair shop. When we subrogate against the responsible party, we will include your Deductible. Once we have recovered from the responsible party, we will reimburse your Deductible amount to you.

WHAT IS SUBROGATION? If you are involved in an accident and another party is responsible for the damage, your insurance company, after paying you for the damages, may have a right to attempt to recover payment from the responsible party or his insurance company. This subrogation right may be granted by statute or provided for in the insurance policy.

I RECEIVED A CHECK TO PAY FOR THE REPAIRS TO MY VEHICLE, BUT I CAN’T AFFORD THE DEDUCTIBLE RIGHT NOW The check is good for one year from the date of issue. Hold the check in a secure place until you are ready to have your vehicle repaired.

DOES CONCORD GROUP PAY FOR A LOCKSMITH IF KEYS ARE LOCKED IN A VEHICLE? Yes, if Towing and Labor coverage is afforded on your policy.

IF A SHOPPING CART DAMAGES MY VEHICLE, IS IT CONSIDERED COMPREHENSIVE OR COLLISION? It is a collision Loss.

DOES CONCORD GROUP USE AFTER MARKET PARTS? Generally, we use After Market Parts on vehicles 5 years and older. If necessary, Concord Group will provide a guarantee for the parts.

WHEN WILL I GET MY CHECK? Once any necessary paperwork is received, a check is requested within 24 hours.

IS DOMESTIC ANIMAL DAMAGE COVERED (E.G., DOG CHEWING SEATS)? Yes, if Comprehensive Coverage is included in your policy for the vehicle involved in the Loss.

WHAT IS THE DIFFERENCE BETWEEN BODILY INJURY LIABILITY COVERAGE AND MEDICAL PAYMENTS? Bodily Injury Liability Coverage applies to injuries you or anyone insured under your policy becomes legally responsible for as a result of an accident. Medical Payments Coverage pays for reasonable medical expenses incurred by you or passengers in your vehicle regardless of who is at fault for the accident.

WHAT IS THE DIFFERENCE BETWEEN PROPERTY DAMAGE LIABILITY COVERAGE AND COLLISION? Property Damage Liability Coverage pays for the cost to repair damage you cause to property owned by someone else. Collision Coverage pays to repair your own vehicle less your Deductible.

IF I HAVE AN OLDER VEHICLE, DO I NEED COLLISION COVERAGE? This is a personal decision based on the value of your vehicle and how much you can personally handle without financial hardship.

WHAT IS THE DIFFERENCE BETWEEN COLLISION AND COMPREHENSIVE COVERAGE? Collision Coverage pays for damage to your vehicle as a result of its impact with an object or its upset. Comprehensive Coverage applies to damage to your vehicle caused by vandalism, theft, glass breakage, missiles or falling objects, fire, explosion or earthquake, windstorm, hail, water or flood, riot or civil commotion or contact with bird or animal. Comprehensive Coverage varies by state; please check your policy and consult your Agent.

IF I AM DRIVING ANOTHER PERSON’S VEHICLE AND I HAVE AN ACCIDENT... ... does my insurance pay for the damages to that vehicle, or does the insurance of the owner pay for it? Coverage on the vehicle would be primary. Generally, your coverage would be excess. If there is no collision or Comprehensive Coverage on the vehicle and you have that coverage under your policy, your coverage would extend to the damaged vehicle.

I JUST BOUGHT A NEW VEHICLE AND I’VE HAD AN ACCIDENT... ... but I haven’t had a chance to call my Agent to transfer the coverage. Am I covered? The time frame for reporting your purchase to the Company is detailed in your policy contract. Report the accident to us, and we will determine whether coverage applies or not.

WHAT IS NEGLIGENCE? It is an unintentional act. The failure of a person to exercise the degree of care that a reasonably prudent person would have exercised under similar circumstances to avoid harming another person is negligence. This can be failing to do something a reasonably prudent person would do (an act of omission) or doing something a prudent person would not have done (an act of commission). Negligence is the most common basis for claims covered by Liability Insurance policies.

DO I NEED TO HIRE AN ATTORNEY? The decision of whether or not to hire an attorney is a personal decision. You do not need to hire an attorney to present a Claim for you. We are always willing to work directly with you, or your attorney, to fairly and promptly settle your Claim.

I’M A CAREFUL DRIVER AND I’VE NEVER HAD AN ACCIDENT---WHY DO I NEED CAR INSURANCE?Accidents do happen and, no matter how careful a driver you are, the accident could be your fault. Then you might be faced with not only the total Loss of your auto but also a staggering debt of hundreds of thousands of dollars in bodily injury to someone else or damage to their property.

Most states require you to carry auto insurance. If you are involved in an accident, regardless of whose fault it is, you could jeopardize your drivers license if you do not have insurance.

CAN I CALL THE COMPANY DIRECTLY TO MAKE CHANGES TO MY POLICY? Your independent agent is in the best position to answer questions and make changes to your policy. The Concord Group Insurance Companies are represented by over 400 of the top independent agents located throughout Maine, Massachusetts, New Hampshire and Vermont. Dedicated to serving the needs of the residents in their local communities, our agents take a great deal of pride in providing personal service to their customers.

I'M JUST GETTING MY BUSINESS STARTED. DO I NEED INSURANCE RIGHT AWAY?Yes. The chance that you could suffer a Loss begins with your first day of business. Insurance must be in effect at the time of an accident or occurrence if a Loss is to be covered. If you suffer a Loss and have no insurance or have improper or insufficient coverage, there is very little, if anything, your insurance agent or we can do to help you. By carefully reviewing your business operations with your independent agent, you can identify your exposure to accidental losses and prepare for the risks that are inherent in any business and the losses, sometimes catastrophic, that can occur.

Additionally, many states and local jurisdictions require that businesses be insured before they can begin operation. Also, if you rent space for your business, the landlord will undoubtedly require that you be adequately insured.

WHAT IF SOMEONE SUES MY BUSINESS? No business can afford to be unprepared for a lawsuit. Liability Insurance protects your business assets when the business is sued for something the business did (or failed to do) that contributed to injury or Property Damage to someone else. Liability coverage extends not only to paying damages but also to the attorney’s fees and other costs involved in defending against the lawsuit - whether valid or not.

The standard businessowners policy provides Liability coverage, as does a separate commercial general Liability (CGL) policy. Generally, commercial Liability Insurance, whether purchased in a separate policy or as part of a standard businessowners policy, will cover bodily injury, Property Damage, Personal Injury, or Advertising Injury. The medical expenses of a person or persons (other than employees) injured at the business or as a direct result of the operations of the business are also covered.

Usually excluded from both types of Liability Insurance policies are suits by customers against a business for nonperformance of a contract and by employees charging wrongful termination or racial or gender discrimination or harassment.

Check with your agent about the best Liability protection covering all types of situations that may arise in your business.

WILL I NEED TO PROTECT MY EMPLOYEES IF THEY ARE INJURED ON THE JOB? Yes. In most states there are legal requirements that must be met, and for which you may be responsible. State laws vary, but most states require that you carry some form of workers compensation insurance. This protects the employee and also offers the business owner a degree of immunity from lawsuit by an injured employee. Although Concord Group is not a writer of workers compensation insurance, your independent agent can meet your needs as most can place workers compensation insurance among several market providers.

WILL MY HOMEOWNERS INSURANCE COVER MY BUSINESS? While a homeowner policy is not designed to cover a business, there may be some limited coverages for an incidental business on the premises. Contact your independent agent to see what incidental business may qualify and how to cover all the business exposures. It's quite possible that you will need a separate commercial policy.